Energy bills are one of Australians' biggest money worries. If you're struggling to pay, your energy retailer has to help. Here's what you're entitled to and how to ask.
Under the National Energy Retail Law, energy retailers must help customers who are having trouble paying. According to Energy Made Easy, if you tell your retailer you're struggling, it must:
Your retailer might also extend your payment deadline, waive late fees, give you energy-saving tips or check that you're on the right plan. If you're in its hardship program and receive a Centrelink payment, it must let you pay through Centrepay.
You can ask for a payment plan even if you're not in your retailer's hardship program. Your retailer should look at how much you owe, what your bills are likely to be over the next 12 months, and what you can actually afford.
If you agree to a payment plan and keep up with it, your retailer can't cut off your power. If you can't keep up with the plan, tell your retailer straight away and ask for a new one. Contacting them early is the best way to avoid extra fees and disconnection.
Our free tool writes this request for you, including all the points above.
Contact your state's free energy ombudsman. They can step in if your retailer won't let you into its hardship program, or if you can't agree on how to repay what you owe.
The Energy Made Easy helpline (1300 585 165) can help you compare plans and check concessions. The National Debt Helpline (1800 007 007) offers free financial counselling.